Show download pdf controls
  • C1 Client: Our client experience and interactions are well designed, tailored, fair and transparent

    Future state

    Dealing with the ATO is seamless and easy, and much of it happens automatically through natural systems.

    Strategic initiatives

    • Improve end-to-end client experience (pipeline reviews) – address issues affecting the optimal end-to-end client experience
    • Highest client impacts – ensure we have the right safeguards in place to identify and remediate processes and actions that can have significant client impacts
    • Channel experience – optimise the channel experience with data-driven service design that drives clients to our preferred channels and confines non-preferred channels
    • Dispute resolution – reduce objections and complaints by improving processes and making better use of insights and feedback
    • Single Touch Payroll – support the ongoing transition to Single Touch Payroll and build on our data-sharing arrangements

    Performance measures

    A well-designed, fair, tailored and transparent experience makes it easier for clients to access the services and support they need, gives them increased confidence in the ATO and reduces the costs they face to manage their tax affairs. A focus on digital transactions is one way we make things easier for clients.

    • Compliance cost – adjusted median cost to individual taxpayers of managing their tax affairs
    • Digital – proportion of inbound transactions received digitally for key services

    See also:

      Last modified: 31 Jul 2019QC 59712